Easy Customer Success Playbooks You Can Automate
These days, the practice of Customer Success finds itself at an interesting crossroads. The importance and responsibility of the field are growing, yet the budget increases don’t seem to follow suit. At some point, you […]
On-Premise Customer Success Programs
In the technology industry, Customer Success Management is a growing practice. There is also an increase in the popularity of SaaS (Software as a Service) as a software licensing and delivery model. As a result, […]
Customer Success for On-Premise?! Yes, but…
In the technology industry, customer success management is developing into a vital department. Setting up a customer program involves ensuring the success of your customers and, thereby, keeping them as customers for the long term. […]
How to Implement Customer Success Software
The usage of Customer Success Management software is invaluable in business today. Such software helps the customer success team better understand your customers and effectively promote upsells and cross-sells. The goal of the customer success […]
Talking Customer Success to your Board Of Directors
Customer success, the extent to which your customers are satisfied with your product or service, is a critical part of the business. Generally, the greater your customers’ success, the more your business is likely to […]
7 Ways to Transform Customer Success Teams from Reactive to Proactive
Being proactive when it comes to customers is a relatively new concept. The objective has always been to deal with problems as they arise, appease unhappy customers and repeat. As you know, the way world […]
QBR: 5 Rookie Mistakes You Should Avoid
Too often do Quarterly Business Reviews provide little, or no additional value to the client and lack focus, accountability, or incentive for your client to give this meeting a priority again. It is up to […]
Unexpected Reasons Customer Success Helps You Scale
In one of my previous articles, I shared how Quuu co-founder Daniel Kempe took the time to learn more about my experience with their product. Daniel’s attention to detail left me with a far better appreciation of their service, […]
Surprise! These Are Your Most Valuable Customers
The discipline of Customer Success is constantly changing, and it’s important to maintain the right focus on Why, How, and What as we instill these values in our company’s culture. The ‘Why’ comes naturally: Customer […]
3 Reasons the Wrong Customer is your Worst Nightmare
We’ve examined churn in a few previous articles, both what it feels like to your customer and creating the conditions which make it impossible. But if we really want to eliminate churn, we need to […]
How to Learn from Churn – Quuu and Customer Success
Recently I’ve been making a much greater investment in my presence on Social Media, specifically Twitter. So when I learned about a tool that would automatically publish curated content to Twitter on my behalf, I was intrigued. Quuu […]
How To Build Your Customer Success Journey
When we say the customer journey in the context of customer success teams, we rarely mean mapping the UX experience or defining the steps that the customer takes from the moment they reach your website […]